Self Paced

Advanced CRM Strategies

Engage & Excel equips participants with advanced strategies to maximize customer relationship management (CRM) for enhanced business performance.

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Enroll now for early access of e-LMS

Self Paced
3 Months


This program dives into the complexities of CRM, teaching students how to implement and optimize advanced CRM strategies to improve customer engagement, retention, and value. It covers the latest tools and analytical techniques to understand customer behaviors and tailor interactions to increase loyalty and profitability.


The aim of Engage & Excel: Advanced CRM Strategies is to empower participants with sophisticated CRM tools and strategies that maximize customer engagement, retention, and value. The program focuses on leveraging data-driven insights to design and implement CRM systems that significantly enhance customer satisfaction and drive business growth.

Program Objectives

  • Master the use of advanced CRM tools and software.
  • Understand customer data analysis to enhance engagement strategies.
  • Develop skills to improve customer retention and satisfaction.

Program Structure

Module 1: Foundations of Customer Relationship Management (CRM)

  • Section 1: Introduction to CRM
    • Definitions and Key Concepts of CRM
    • Evolution and Importance of CRM in Modern Business
  • Section 2: Strategic CRM Framework
    • Building a CRM Strategy Aligned with Business Objectives
    • Assessing CRM Maturity and Readiness in an Organization

Module 2: Understanding the Customer

  • Section 1: Customer Data Analysis
    • Techniques for Collecting and Analyzing Customer Data
    • Utilizing Analytics to Understand Customer Behaviors and Preferences
  • Section 2: Customer Segmentation and Profiling
    • Methods for Effective Customer Segmentation
    • Tailoring Strategies to Different Customer Segments

Module 3: CRM Technologies and Tools

  • Section 1: CRM Systems and Platforms
    • Overview of Leading CRM Software and Platforms
    • Integrating CRM Systems into Business Operations
  • Section 2: Leveraging Emerging Technologies in CRM
    • The Role of AI and Machine Learning in Enhancing CRM
    • Implementing Chatbots and Automated Interactions

Module 4: Enhancing Customer Interactions and Engagement

  • Section 1: Multichannel Customer Engagement
    • Strategies for Effective Communication Across Multiple Channels
    • Optimizing Customer Touchpoints for Enhanced Engagement
  • Section 2: Personalization and Customization Techniques
    • Best Practices for Delivering Personalized Customer Experiences
    • Using CRM to Create Custom Solutions and Offers

Module 5: Customer Loyalty and Retention Strategies

  • Section 1: Building Customer Loyalty Programs
    • Designing Effective Loyalty Programs that Drive Retention
    • Analyzing the Impact of Loyalty Programs on Customer Behavior
  • Section 2: CRM and Customer Retention
    • Techniques for Using CRM to Improve Customer Retention Rates
    • Case Studies on Successful Customer Retention Strategies

Module 6: CRM Metrics and Performance Management

  • Section 1: Measuring CRM Success
    • Key Performance Indicators (KPIs) for CRM
    • Tools for Measuring and Analyzing CRM Effectiveness
  • Section 2: Continuous Improvement in CRM
    • Feedback Mechanisms and CRM System Updates
    • Strategies for Continuous Improvement in CRM Practices

Final Assessment and Project

  • Capstone Project:
    • Designing and Implementing a Comprehensive CRM Strategy for a Real or Hypothetical Company
  • Final Examination:
    • Comprehensive Test on Advanced CRM Strategies and Their Practical Applications

Participant’s Eligibility

  • Students in business, marketing, or related fields seeking to specialize in customer relationship management.
  • Aspiring CRM specialists and business professionals interested in leveraging CRM tools for enhanced customer engagement.

Program Outcomes

  1. CRM Tool Proficiency: Gain expertise in using leading CRM software to manage customer relationships.
  2. Data Analytics Skills: Develop the ability to analyze customer data to drive strategy.
  3. Customer Retention Strategies: Learn techniques to increase customer loyalty and retention.
  4. Personalized Marketing: Master the art of crafting personalized marketing campaigns based on customer insights.
  5. Customer Segmentation: Implement effective segmentation techniques to target specific customer groups.
  6. Conflict Resolution: Enhance skills in handling customer grievances and improving satisfaction.
  7. Performance Measurement: Ability to measure the impact of CRM strategies on business performance.

Fee Structure

Standard Fees: INR 4,998        USD 198

Discounted Fee: INR 2499        USD 99   




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Management Non Mentor Program Certificate

Program Assessment

Certification to this program will be based on the evaluation of following assignment (s)/ examinations:

Exam Weightage
Mid Term Assignments 20 %
Final Online Exam 30 %
Project Report Submission (Includes Mandatory Paper Publication) 50 %

To study the printed/online course material, submit and clear, the mid term assignments, project work/research study (in completion of project work/research study, a final report must be submitted) and the online examination, you are allotted a 1-month period. You will be awarded a certificate, only after successful completion/ and clearance of all the aforesaid assignment(s) and examinations.

Program Deliverables

  • Access to e-LMS
  • Real Time Project for Dissertation
  • Project Guidance
  • Paper Publication Opportunity
  • Self Assessment
  • Final Examination
  • e-Certification
  • e-Marksheet

Future Career Prospects

  • CRM Leadership Roles: Opportunities to lead CRM initiatives within diverse industries.
  • Customer Insight Expertise: High demand for professionals who can translate customer data into actionable insights.
  • Strategic Marketing Development: Potential to develop and lead strategic marketing efforts based on CRM analytics.
  • Global CRM Strategy: Opportunities to manage and innovate CRM strategies on a global scale.
  • Consultancy Opportunities: Growing need for CRM consultants to advise companies on customer engagement strategies.
  • Technology Integration: Roles in integrating and managing CRM technologies.
  • Customer Engagement Innovation: Potential to innovate customer engagement practices using advanced CRM tools.
  • Cross-Industry Adaptability: CRM skills are transferable across various industries looking to enhance customer relationships.

Current Participants* Analytics


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Job Opportunities

  • CRM Specialist
  • Customer Experience Manager
  • CRM Data Analyst
  • Marketing Strategist
  • Loyalty Program Manager
  • Customer Service Director
  • Digital Marketing Manager
  • Sales and CRM Consultant

Enter the Hall of Fame!

Take your research to the next level!

Publication Opportunity
Potentially earn a place in our coveted Hall of Fame.
Centre of Excellence
Join the esteemed Centre of Excellence.
Networking and Learning
Network with industry leaders, access ongoing learning opportunities.
Hall of Fame
Get your groundbreaking work considered for publication in a prestigious Open Access Journal (worth ₹20,000/USD 1,000).

Achieve excellence and solidify your reputation among the elite!


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